Tickets

Ticket data is ingested if you are using a data source (IT or CRM Enterprise software) that includes tickets.

If your data source includes tickets, you will see them displayed in the SOR > Tickets window after you have completed the Integration and Data Source connection steps that link your Enterprise software system with your Aisera GenAI platform tenant (instance of the Aisera platform).

Ticket Details Window

Choose one of the tickets in the list display, to view more information in the Ticket Details window.

Feedback Summary

The Ticket Details view includes a Feedback Summary section that displays the number of agents who interacted with a ticket alongside the total thumbs up and thumbs down responses received.

This summary gives teams a quick snapshot of agent engagement and resolution confidence at a glance.